But the reality is your business will get negative feedback at some point simply because it’s impossible to do everything perfectly and you can’t please everyone all the time.
The more important thing to be concerned about is how you deal with negative reviews and turn the situation around in a way that will still be good for your company. Here are five reasons
Why negative feedback isn’t as bad as you think:
- It’s an opportunity to show good customer service. If you receive a complaint, respond to it immediately. You may not solve the problem right away but giving an initial response shows that you value customer feedback and you are working on the problem.
- Did you get an email complaining about your online store? Does a client have an issue with your web hosting service? Did someone post a negative tweet about your company? Look into these things, provide a prompt and appropriate reply, and resolve the issue as soon as possible.
- It can reveal weaknesses and problem areas that you need to work on. If your business is just starting out, there are bound to be failures and mistakes along the way. Treat negative feedback as honest (if at times painful) criticism which will help you identify the aspects of your operations that you need to improve.
- It’s an opportunity for learning. As much as we want to do things right the first time, we mostly accomplish things through trial and error. Rather than be bogged down by negative criticism, take it as an opportunity to learn and do better next time. Negative feedback can help you come up with best practices and eliminate habits that don’t work.
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- It’s a chance to practice integrity and transparency. Your company’s core values should be more than a lofty phrase or noble-sounding words. People should see it in action. How you handle negative feedback is one effective way of living it out.
- Be transparent and honest with your customers. People value sincerity and they can sense when you’re being disingenuous. They can forgive you for an operational failure but it’s harder to regain their trust when you’re being dishonest.
- It can earn you more customers in the long run. When people see that you handle negative feedback well and you’re doing business in an ethical manner, then you’ve earned loyal customers and brand advocates that no amount of advertising or PR can get. Instead of chasing after a quick buck, aim for the long term. Establishing brand loyalty over time is a crucial factor to this.
Don’t be demoralized by negative criticism. Instead, anticipate them, learn how to handle them and aim to do better moving forward.
ElizabethAbout the Author:
Elizabeth has had over 10 years of experience in the Internet and web-related businesses, with a focus on emerging technology trends, especially in the web hosting field.